Gender Assessment and gender sensitive service delivery training organized for "ASAN Service" centers of Azerbaijan

Nov 29, 2016

Gender assessment and gender sensitive service delivery training were organized by the joint project on Improving Staff Capacity of the Azerbaijan Service and Assessment Network between UNDP and the State Agency for Public Service and Social Innovations under the President of the Republic of Azerbaijan. This activities was conducted by an international gender expert, Dr. Aysel Vazirova who analysed barriers to economic and social participation of women and girls as well as further produced action oriented recommendations for the State Agency.

In the course of the project, the consultant launched a gender sensitive organizational analysis that examined the structure and procedures of service delivery provided by “ASAN Service” centres.  Dr. Vazirova conducted a desk research of strategic documents, internal protocols and procedures, external regulations and legislative framework, organizational charts both for the State Agency and the service centres, current training and educational materials used by the organization, organizational analysis reports, and statistical data relevant for the assessment, following the interviews both with the State Agency staff involved in management of the service delivery and capacity building and with the Service Centres’ staff.  Based on findings from the above-mentioned activities, she will combine, triangulate and analyse the data and prepare an assessment report highlighting the gaps and needs pertinent for gender-sensitive delivery by “ASAN Service” as well as the organization’s strengths in the gender-sensitive approach.

These analyses will generate recommendations for strengthening gender sensitivity of the current service delivery of the State Agency. In order to accomplish the task, International Consultant will provide recommendations for improvements in service delivery process such as strategy, regulations, procedures and protocols, to make it more gender-sensitive. These recommendations will also help to address gaps between written procedures and real practices and to improve the organization’s ability to maintain and develop collective knowledge and skills necessary for gender-sensitive service delivery.

Another goal of the project was for the International Consultant to develop and hold the Gender sensitive service delivery training for trainers (ToT) which targeted staff members of ‘ASAN Service’ centres.  In order to accomplish the task, International Consultant designed a ToT Manual on Gender sensitive service delivery custom-made for the staff of “ASAN Service” centres. The Manual was considered to sensitize trainees to the importance of gender awareness, to teach them skills necessary for gender-sensitive service delivery, to analyse case studies representing major gender inequality issues affecting prospective customers, and to prepare future trainers who will disseminate knowledge and skills necessary for gender-sensitive service. Dr. Vazirova also delivered the training on Gender sensitive service delivery to a group of “ASAN Service” centre’s employees.

To accomplish the task and build a framework for the staff’s self-development, it is planned to establish a special training portal where user-friendly interactive on-line courses on gender equality and gender-sensitive public service will be available. The course will be custom-made to address the needs and priorities of “ASAN Service” and will draw on the knowledge obtained through the organizational analysis, incorporate the points raised in the recommendations, and include the feedback provided by “ASAN Service” staff during the training.

The overall goal of the project, funded by RBEC Catalytic and Scaling-up Facility, is to support the State Agency for Public Service and Social Innovations under the President of the Republic of Azerbaijan in establishment of a pool of Master Trainers who will be deployed at the existing and future “ASAN Service” centers and tasked with building staff capacities in the areas of general values and gender-sensitivity of public services.  This project proposes an alternative, more systemic and sustainable approach to staff capacity building that will maximize use of in-house capacity to enable continuity and multiplier effect of the learning at a reduced cost.  The project supports the establishment of a pool of Master Trainers who will be deployed at the existing and future ‘ASAN Service’ centers and tasked with building staff capacities, focused on values, ethics, skills, and competences, team spirit, and motivation.

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